Enterprise Customer Success Manager

Miro

Austin (TX)

On-site

USD 127,000 - 167,000

Full time

14 days+

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Benefits offered by this job

401k matching

Competitive equity package

Medical, Dental and Vision benefits

Flexible time off

Office snacks and drinks

Wellbeing benefit

WFH equipment allowance

Annual learning and development allowance

Charitable donation matches

Job summary

Join a forward-thinking company as an Enterprise Customer Success Manager, where you'll empower customers to achieve their visual collaboration goals. This dynamic role involves crafting success plans, nurturing relationships, and driving product adoption among enterprise clients. You'll play a crucial part in enhancing customer experiences and ensuring they derive maximum value from innovative solutions. Collaborate with diverse teams, adapt to a fast-paced environment, and contribute to a culture that values inclusion and teamwork. If you're passionate about customer success and eager to make a significant impact, this opportunity is perfect for you.

Qualifications

3-5 years in Customer Success or consulting roles.
Experience with large enterprise customers and decision makers.

Responsibilities

Manage 25-35 Enterprise customers and drive revenue retention.
Develop success plans to ensure customer satisfaction and product adoption.

Skills

Customer Success Management

Relationship Building

Data Analysis

Project Management

Agile Methodology

Visual Collaboration

Education

Bachelor's Degree

Tools

Gainsight

Job description

About The Team

Miro’s Customer Experience includes the following teams: Professional Services, Renewals, Customer Success, Customer Support, and Customer Education. All teams are focused on our mission of empowering our customers to create the next big thing! The Customer Success team is a global group and this role sits in North America on the Enterprise Customer Success Team based out of our Austin, TX hub. Our team is focused on delighting our customers by being a strategic partner, and by ensuring they rapidly achieve value with Miro as they drive innovation with their teams.

About The Role

Miro is growing its Customer Success organization, and we are looking for customer-centric individuals! An Enterprise Customer Success Manager has many responsibilities - from crafting a rollout plan to establishing key relationships with both new and existing customers to co-creating a narrative around the value achieved with Miro.

You will impact our customers immensely by helping them outline their visual collaboration objectives through the creation of a joint success plan. This plan will serve as the foundation to drive value across their journey with Miro.

By building significant relationships with each Enterprise customer from their first day with Miro, you will understand our customer's needs and proactively identify ways in which they can interact with Miro to achieve their goals!

What You’ll Do

You will be responsible for handling a book of between 25-35 Enterprise customers and your core areas of focus will include assuming ultimate responsibility around driving gross revenue retention, increasing license activation across this book of business via a high touch engagement model, and along the way finding potential areas of opportunity for growth.

Have a keen eye on ensuring retention and growing usage and adoption across your book
Uncover key contacts willing to partner around understanding the customer’s business objectives and developing strategies to achieve those objectives via co-development of a success plan
Drive Miro product adoption by collaborating with customers to understand their various lines of business and respective use case needs - work to devise an enablement plan
Identify, improve, and lead all aspects of the health status of each of your customers
Analyze data and use playbooks to drive both proactive and reactive engagements with the customer in the spirit of delivering impact to the customer journey
Become a Miro product champion and use this knowledge to effectively guide customers towards their desired outcomes
Participate in internal initiatives that inform the future of the Customer Success program at Miro

What You’ll Need

3-5+ years working in a Customer Success role or a consultant at a professional service organization
Proven experience working with large enterprise customers, minimum 1 year
Proven experience working with and influencing key decision makers (VP level and above decision makers)
Demonstrable experience working on complex, cross-functional projects
Experience working in a fast-paced environment and ability to adapt to change
Willing and able to travel as needed
Ability to work independently and prioritize tasks
A proactive mentality and a general curiosity to seek to understand
Visual Collaboration, Agile methodology, and Gainsight knowledge are a plus (not required)

What's In It For You

401k matching + Competitive equity package
Excellent Medical, Dental and Vision health benefits
Fertility & Family Forming Benefits
Flexible time off
Lunch, snacks and drinks provided in the office
Wellbeing benefit and WFH equipment allowance
Annual learning and development allowance to grow your skills and career
Up to $2,000 of charitable donation matches each year

The reasonably estimated salary range is specific to Los Angeles and may not be applicable to other locations. The range for this role is $127,000 to $167,000. Final compensation and total package components will be based on individual factors such as the candidate's skills, qualifications, and experience.

About Miro

Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 90M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,600 employees in 12 hubs around the world.

We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!

Check Out More About Life At Miro

Youtube: https://www.youtube.com/@lifeatmiro
Blog: https://miro.com/careers/life-at-miro/all/
Instagram: https://www.instagram.com/mirohq/

At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.

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